6/22/07 Toshiba Calls

Around 11 this morning I received two phone calls at the same time from Toshiba. I only got the one and the second went to voice mail. The second was someone named Evette who called from 800-351-5481. She requested I call her back at 800-631-3811 and ask for customer service. I tried that number, but could not tell how to get to customer service. I am assuming that it is in regards to the same thing which I did speak to someone at Toshiba with.

The fellow who did contact me from that same number 800-351-5481 told me he was going to dispatch someone out to my house from Astro Television to replace my light engine. When I asked if he was certain that this would fix the problem I did not get a positive answer. When asked if Toshiba can sell me an extended warranty at this point, they said no. So both Toshiba and HHGregg can not sell me an extended warranty on this television they tell me. I asked what would happen if the lamp burns out again right after the warranty runs out. His response was that they would have to make a decision at that time if they will help me or not.

At this point, I am happy that they are sending someone out to replace the light engine. Do I know that that will fix the problem? I don't honestly, and it seems like Toshiba doesn't know for sure either. Toshiba says that the average lamp life is "approximately 8,000 hours in low power mode and approximately 6,000 hours in high power mode".

Right now, I'm under the belief that HHGregg applied some pressure on Toshiba to do something for me. For that I am thankful, though it is something I would expect as a consumer from the vendor especially on such a big purchase. When the local manager Russ Best told me to deal with Toshiba myself, I lost a good bit of respect for the company. My intentions are to keep updating this until the television problems resolved. I'll post updates as I am contacted, or as things happen with the television. After the light engine is replaced, I'll wait a year, or 80% of expected lamp life with no problems blowing lamps, whichever come first, and then remove this blog.